Development and Evaluation of Chat-bot Systems :The applications of the citizen service procedure
Development and Evaluation of Chat-bot Systems :The applications of the citizen service procedure
复制标题
聊天机器人系统的开发与评估：公民服务流程的应用
DOI：
10.1109/iiai-aai.2019.00065
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发表时间：
2019
期刊：
影响因子：
--
通讯作者：
S. ARIMA
中科院分区：
文献类型：
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作者：
Y. Kotsuka;R. Murakami;S. ARIMA
在这项研究中，我们开发了聊天机器人系统（CB）来支持日本城市办公室的大部分公民服务。为了定量评估CB的影响，我们进行了两个实验，一个是关于公民服务程序的供给方，另一个是关于公民服务程序的需求方。作为供应方实验#1的结果，工作人员之间的工作差异大大减少，即使城市工作人员在没有预先记忆的知识的情况下对服务区做出响应，效率和效果也没有明显恶化。另一方面，在需求侧，实验#2是通过CB来评估公民在公民服务准备方面的能力提升，特别是针对多元化公民。评估结果显示，CB的市民服务程序的完整性和准备时间都得到了很大的提高，因为CB中的一一信息分支比城市主页需要滚动窗口选择适合自己的信息要好。
In this research, we developed Chat-bot systems (CB) to support a major part of citizen services of a city office in Japan. Two experiments were conducted to evaluate the effects of the CB quantitatively one is about the supply-side, and the other is about demand-side of the citizen services procedure. As the result of Experiment#1 of the supply-side, staff-to-staff work variation was reduced much, and no significant deterioration is observed in efficiency and effectiveness even when the city staffs respond to a service area without pre-memorized knowledge. On the other hand in demand-side, Experiment#2 is to evaluate the ability improvement of the citizens in the citizen service preparation through the CB, particularly to diverse citizens. As the result of evaluations, both the completeness and the time for the preparations are much improved by CB of citizen service procedure, because one-by-one information branch in CB is better than the city's Homepage which requires the window scroll for choosing information adapting to themselves.